Customer Service Team Leader

About the role

This is a great opportunity for an experienced customer service leader to step into an Adelaide‑based role where you can lead people, strengthen service performance and make a direct impact on the customer experience.

Key responsibilities

• Lead, coach and support a team of 7 Customer Service Consultants to deliver consistent service outcomes.
• Set clear expectations through regular one‑on‑ones, feedback conversations and performance discussions.
• Guide complex escalations with clear ownership, timely communication and practical problem solving.
• Use service insights to identify improvement opportunities and simplify service practices.
• Plan team coverage and resourcing to meet customer demand.
• Support customer service projects by coordinating actions, monitoring progress and communicating outcomes.

Required profile

• Confident, people‑focused leader who enjoys coaching teams and creating structure.
• Proven experience leading people in a customer service, contact centre or operations environment.
• Practical improvement mindset with ability to support better service outcomes.
• Strong communication skills and ability to build trust with customers, stakeholders and the team.
• Comfortable using data, reporting and customer insights for decision making.

What we offer

• Influence over service performance and the customer experience.
• Scope to develop people, improve service practices and contribute to national outcomes.
• Supportive high‑performance culture valuing learning, development and work‑life balance.
• Employee Assistance Program for you and your family.
• Novated leasing options for salary‑packaged cars.
• Discounts on corporate health insurance with Bupa and paid parental leave.